Overview

Work Type: Fixed-term - Full-time

Salary: $90,039 - $123,962

Grade: STL 5

Occupation: Accounting, finance and procurement

Location: Melbourne - Western suburbs

Reference: VG/1937568

- Footscray location, with flexible, hybrid work arrangement

- Shape how we listen, respond and improve

- Contract until March 2027

About State Trustees

At State Trustees, we support Victorians from all walks of life with their financial and legal affairs, particularly during life's most important and challenging moments. As a Victorian Government-backed organisation, we provide trusted services that help people plan, protect, and manage their affairs with confidence, ensuring peace of mind when it matters most.

About the Role

As our Client Feedback & Continuous Improvement Coordinator, you'll be at the centre of client insight. You'll manage complex feedback and complaints, work closely with teams across the organisation, and turn what you're hearing into real, practical improvements that enhance client outcomes.

If you enjoy solving problems, influencing others and making things better, this role will suit you.

What You'll be Doing

- Manage client feedback and complaints from start to finish

- Investigate issues and work with teams to find fair, timely resolutions

- Communicate clearly and empathetically with clients

- Spot trends and identify opportunities to improve processes

- Partner with stakeholders to implement practical improvements

- Use data and insights to influence better ways of working

Skills & Experience

- Experience handling complex complaints or escalations





- Strong communication skills and a calm, empathetic approach

- Confidence working with a range of stakeholders

- Ability to identify problems and suggest practical improvements

- Strong attention to detail and organisation skills

- Experience in a regulated or complex setting (highly regarded)

Employee Benefits

We're proud to offer a range of perks that support our team's wellbeing and growth:

- Adaptable working conditions

- Career development opportunities

- Health and wellbeing programs

- Education assistance

- Purchased leave

- Employee assistance program

- Reward and recognition program

- Free Will preparation

- Retail and lifestyle discounts

- Charitable workplace giving

- Social club events

Our Culture For our clients, our people and the Victorian community, we demonstrate Care, Unity, Passion - we are here, we work together, and we bring our best.

How to Apply

If you're keen to join our organisation in this highly transparent and rewarding role, click Apply to start the application process. In your application ensure you include a cover letter and resume.

We recognise the power of diversity and creating an environment where all our people feel they belong and reflect the communities in which we live, work and serve. We care about recruiting the best people, regardless of gender identity, age, ability, sexual orientation or cultural background. If you think you can do the job and would be a great fit for our team, we'd love to hear from you.

Applications close Thursday 13 August 2026 at 11.59pm

Posted

30 July 2026

📌 Client Feedback & Continuous Improvement Coordinator (Melbourne)
🏢 State Trustees
📍 Melbourne